Knowledge Centered Service Analyst

Position Highlights

University Information Technology Services (UITS) is the University of Arizona's central technology organization. UITS delivers enterprise and specialized technology services that support students, faculty, researchers, staff, and campus partners. Through innovation, strategic partnerships, and a commitment to accessibility and continuous improvement, UITS supports the evolving needs of a leading research university and the communities it serves.

The University Information Technology Services at the University of Arizona is currently seeking a Knowledge Centered Service (KCS) Analyst. The ideal candidate will join a dedicated, collaborative team responsible for maintaining the health, accuracy, and strategic performance of the University of Arizona's Knowledge Base (powered by ServiceNow).

Integral to the IT support ecosystem, the KCS Team works closely with and provides training for the 24/7 Service Desk and other Support Services teams. During high-volume periods, the KCS team actively supports the Service Desk by directly handling incoming calls and chats.

Outstanding U of A benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; U of A/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to U of A recreation and cultural activities; and more!

Duties & Responsibilities

• Create, review, and improve knowledge articles (KAs) within the University's Knowledge Base following the principles and guidelines of Knowledge Centered Service (KCS).
• Monitor customer feedback on KAs and take appropriate action based on the content and context of the feedback.
• Apply established KCS team best practices for managing feedback.
• Coach and train KCS candidates and contributors preparing them to effectively practice KCS as part of the support workflow.
• Assist KCS team with maintaining training content in the learning management system (D2L Brightspace).
• Attend, participate in, or lead a variety of meetings: KCS coaching and training sessions, weekly team meetings, KCS consultations, 1-on-1s, and professional development.
• Provide exceptional customer support via phone and chat, diagnosing and resolving technical challenges with precision and empathy.
• Analyze support interactions to enhance Service Desk knowledge management and training effectiveness.

Knowledge, Skills and Abilities

• Excellent writing and editing skills.
• Excellent customer service skills.
• Works well as part of a team.
• Effective with time management and handling multiple priorities.
• Ability to effectively communicate verbally and in writing.
• Knowledge of computers, networks, and remote troubleshooting techniques.

Minimum Qualifications

Bachelor's degree or equivalent advanced learning attained through experience required.

Preferred Qualifications

Awareness of and experience with Knowledge Centered Service (KCS).